Nexes of Trust
Engagement with Stakeholders
The basis for identifying stakeholders took into consideration the size of the constituency and the relationship with issues relevant to the Company’s sustainability.
Engagement with Stakeholders
<4.14, 4.15, 4.16 and 4.17>
Forms of relationships and contact channels
> The Call-for-Action (Lig-Ação) complaints and whistle-blowing channel (Multivarejo, Assaí, Nova Pontocom and Corporate)
> Executive forum
> Coffee with the president
> Intranet
VIA VAREJO – CASAS BAHIA AND PONTO FRIO
> Ombudsman
> Complaints Channel: 0800-774-3000
> Email: [email protected], by letter (São Caetano do Sul, rua João Pessoa nº 83 / SP - zip code: 09520-010
Corporate Sustainability [email protected]
Main results and initiatives in response to these demands
> To align employee expectations, the "We want you to be happy here" pitch was created, where the primary goal is to attract, engage and retain talent.
> Attend and listen to all our employees, to try to handle all complaints with dedication, thinking of our people in a respectful way, so that all employees are able to perform well and work in an excellent organizational climate with sustainable results in a practical and simple way, with an eye on Our Cause.
MULTIVAREJO – PÃO DE AÇÚCAR, EXTRA AND ASSAÍ
> Casa do Cliente
VIA VAREJO – CASAS BAHIA AND PONTO FRIO
1/Operational
intelligence Department:
> Casas Bahia Customer Service (Phone line: 3003-8889)
> 3,639,270 served
> Chat Casas Bahia: (Institutional website)
> 20,438 served
> Pontofrio Customer Service (Phone line: 4002-3388)
> 920,290 served
> Chat Pontofrio (Institutional website)
> 71,842 uses
2/ Ombudsman> Complaints Channel: 0800-774-3000
> Email: [email protected], by letter (São Caetano do Sul, rua João Pessoa nº 83 / SP - zip code: 09520-010)
Main results and initiatives in response to these demands
> 90% customer satisfaction with the retail food brands, services and products.
> Attend and listen to all our clients to deal with any complaints with dedication so that we can realize their dreams, attaining sustainable results in a practical and simple way, with an eye on Our Cause.
> EXTERNAL COMMUNICATIONS DEPARTMENT
> CORPORATE RELATIONS DEPARTMENT
VIA VAREJO – CASAS BAHIA AND PONTO FRIO
1/ Institutional and external communication department
> [email protected] 55 11 4225 6323
2/ Ombudsman
> Channel Denunciation: 0800-774-3000
> Email: [email protected], for letter (São Caetano do Sul, rua João Pessoa nº 83 / SP - zip code: 09520-010)
Corporate Sustainability: [email protected]
Main results and initiatives in response to these demands
> Relationships with the press, management of the corporate reputation and brand.
> Work with entities, NGOs, professional associations, institutes and other associations, in formulating sectoral accords and suggesting and changing Public Policies.
> Anticipating movements and trends that impact the business and defending the company’s interests within the principles of the Group’s code of ethics and values.
> Attending and listen to a society to deal with any denunciation with dedication, and sense of responsibility in the communities reaching sustainable results in a practical and simple way to respect Our Cause.
Forms of relationships and contact channels
VIA VAREJO – CASAS BAHIA AND PONTO FRIO
1/ Ombudsman
> Complaints Channel: 0800-774-3000
> Email: [email protected], by letter (São Caetano do Sul, rua João Pessoa nº 83 / SP - zip code: 09520-010)
Forms of relationships and contact channels
Investor Relations Department
> GPAPhone: + 55 11 3886-0421 Fax:+ 55 11 3884-2677 [email protected] www.gpari.com.br
> Via Varejo
Phone + 55 11 4225-9516 Fax:+ 55 11 4225-9596
[email protected]
www.viavarejo.com.br/ri
Main results and initiatives in response to these demands
> Attend and listen to all our suppliers, to deal with all complaints with dedication, maintaining good relationships, seeking sustainable results that contribute to the perpetuation of Via Varejo in a practical and simple way, with an eye on Our Cause.
Main results and initiatives in response to these demands
> Provide the Group’s financial, operational and strategic information to the Financial Markets, seeking to add value to this constituency, and that allows the assessment of the shares at a fair market value.
The knowledge gained in years of relation with the customers is one of the main intangible assets GPA.
90%
customer satisfaction rating in Food Retailing
3,639,270
attendances at Consumer Care Center at Casas Bahia
920,290
attendances at Care Service Consumer Ponto Frio
Knowledge of the Consumer
In an age in which consumption patterns have become sophisticated and the consumer is increasingly active, with ease of access to technologies and knowledge, the levels of demand are higher and, largely, require multiple responses.
The knowledge GPA has acquired over the years in relation to its customers, whether through market surveys or internal studies, is an important intangible asset that permits an outstanding position in the retail segment, which has traditionally been marked by a more empirical and less analytic approach.
Customers are the main source of relationships, the generation of value and results, in addition to being half of the equation for the company’s reputation (credibility and image). In line with this positioning, the Group has prepared itself so that the businesses make their decisions centered on the customers, understanding that they are the fundamental asset and real source of its growth.
To reinforce this relationship, GPA tries to interact with excellence over the entire life cycle of each customer, respecting particularities, and generating more value for the different businesses, brands and banners. Toward this end, the Group works at each model by offering the most suitable assortment, service, convenience and price in accordance with the pitch for each business, trying to maximize the preference and satisfaction of each client and the results and reputation of the companies.
